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Avaya 33820X Exam Syllabus Topics:

Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

Question 1

A customer wants to use the Avaya Aura® Media Server (AAMS) because of its advanced multimedia processing features. Which three statements are true for the AAMS? (Choose three.)

A. AAMS is shareable between different adopters.
B. Experience Portal will use the AAMS as a media resource.
C. AAMS provides virtualization, high channel density and no playback announcement limits.
D. AAMS provides Communication Manager IP audio functionality.
E. Pricing is differentiated, so customer will buy AAMS-enabled features unique to each adopter.

Question 2

The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.
Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?

A. Presence Plug-In
B. EMC Plug-In
C. Supervisor Plug-In
D. Agent Plug-in

Question 3

A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?

A. Advanced Call Vectoring
B. Business Advocate
C. Best Service Routing
D. Expert Agent Selection

Question 4

A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A. Workforce Management
B. Speech/Voice Analytics
C. Quality Monitoring
D. Desktop and Process Analytics
E. Customer Feedback

Question 5

Refer to the exhibit.

In this example, the target market is enterprise contact centers and general enterprise telephony customers who are implementing CTI applications with Communications Manager.
Which open standards-based solution runs on a Linux server, is tightly integrated with a Communication Manager and Elite Multichannel solution, and is missing from this diagram?

A. Avaya Aura® Session Manager
B. Avaya Aura® Application Enablement Services
C. Avaya Aura® Media Server
D. Avaya Aura® Session Border Controller

Solutions: